Snow removal service standards and FAQs

We have updated our snow removal standards to ensure a high-quality experience for customers and fair compensation for providers. Please review these requirements carefully, as you are responsible for completing all requested tasks for every job you accept.

• Driveway and Sidewalks: Clear snow from these areas as specified in the request.

• Front Walkway: Clear the walkway leading to the front door (now included in the base standard)

• Additional Walkways: Clearing any extra areas marked in the service map.

• Salting: Applying salt to all cleared surfaces.

Note: Base payouts have been increased to account for the inclusion of the front walkway. Always check the job checklist in the app, as AutoPlow orders have have specific inclusions or exclusions.

1. When should I start my jobs? Routes should typically start at the end of a storm. All orders must be completed within 6 hours of the snowfall ending. You may begin if the bulk of the storm has passed, even if light snow is still falling.

   • Exceptions: You may start earlier if a customer makes a specific request (e.g., "clear before I leave for work") or if an AutoPlow activation specifies "ASAP" service.

2. What if cars are in the driveway or the job is already done? If vehicles are present, please do your best to clear up to the car safely. Avoid leaving snow piles that might block the vehicle in. If the job was already completed by someone else when you arrived, please request cancelation through the app or contact Provider Support.

3. Why did a job disappear from my board? A job will disappear if the customer cancels the order or if their payment method is declined after you tap "Go To Job." If a payment fails, the customer is notified to update their info; you may re-accept the job if it reappears on the board.

4. Can I clear snow at night? I'm worried about the noise. Yes. You may clear snow whenever weather permits once the storm concludes. Customers agree to these terms when ordering, acknowledging that snow removal equipment can be noisy.

5. What is the address doesn't match the map market? Always service the physical address listed in the app. After completing the service, contact Provider Support so we can correct the map market for future visits.

If your question isn't covered here, please consult the LawnGuru Provider Guide. For further assistance, message us during our business hours: Monday-Friday, 9 am-5 pm EST (hours are often extended during heavy snowfall).